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Dispatcher Commercial/Residential in Columbia, MD at Genesys Talent LLC

Date Posted: 3/17/2019

Job Snapshot

Job Description

Through our partnership with Icon Consultants we are seeking Dispatchers Commercial/Residential for a 7-month contract-to-hire role. No prior experience is required! The start date is February 4, 2019 and the position is located in Columbia, MD 21046 paying $16/hour. No experience is necessary and training will be provided. Our client is looking for someone with a positive attitude and who is excited about the role.
Job Summary:Manages incoming service orders, assigns orders to drivers, and provides drivers with the ideal sequence to complete service orders. Communicates back and forth with Waste Management Route Managers, Dispatchers and Drivers to assist with problem resolution while Drivers are on route. Handles incoming service orders, directs drivers, and resolves service issues. Interacts with customers, including customer service, sales, and operational staff (i.e. Route Managers, Mechanics etc.). Shifts vary with the potential for overtime and Saturday hours depending on particular site needs. Some initial travel (up to 15%) may be required to assist with centralization efforts.
Responsibilities: To perform this job successfully, an individual must be able to perform the assigned essential duties satisfactorily. Other minor duties may be assigned and duties may vary by department. 
  • Coordinates with dispatchers, route managers, and the service department to optimize routes.
  • Utilizes various tools combined with logic to build the most efficient routes possible while maintaining a high level of customer service. 
  • Assigns all work, both same day and next day, to drivers considering load type management, customer expectations, landfill requirements, and several other factors.
  • Routes drivers to calls as they are received, using information on customer needs, drivers' locations and loads, and daily factors to balance cost and speed of response
  • Determines daily level of driver staffing to provide best mix of responsiveness and productivity
  • Supports dispatchers as he/she fields incoming calls from customers, and e-mails from customer service and initiates outbound calls to customers while drivers are on-site/location, resolving pick-up and other issues
  • Troubleshoots and resolves potential delivery and pick-up problems before they result in service issues
  • Records and documents information from Drivers and distributes to appropriate departments
  • Uses Waste Management proprietary software to enter ticket information and track activity

Qualifications:
  • Required: High School Diploma or G.E.D.
  • Preferred: Bachelor’s degree or four (4) years of customer service or call center experience. 
  • Proficiency in MS Office.

Other Knowledge, Skills or Abilities That Contribute to Success:
  • Excellent verbal, written and analytical skills.
  • Strong keyboarding skills. 
  • Professional phone etiquette. Must be able to communicate effectively and      professionally via e-mail, telephone, and 2 way devices
  • Ability to handle the stress of multi-tasking as well as ability to ‘talk and type’.
  • Possesses an energetic and tenacious achievement orientation.
  • Ability to utilize multiple software applications (4+) on one or more phone screens.
  • Ability to react well under pressure and treat others with respect.
  • Identifies and resolves problems in a timely manner.
  • Good time management skills to prioritize and plan work activities.
  • Focuses on solving conflicts and listening to others without interrupting.
  • Is consistently at work and on time.
  • Work efficiently and effectively, both independently and as a team to ensure exceeding dispatch center’s standards.
  • Balances team and individual responsibilities and helps build a positive team spirit.
  • Adapts and able to deal with frequent changes in the work environment.
  • Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner.
  • Show inquisitiveness and eagerness to gain business related knowledge; proactively seeks out both formal and informal experiences that can provide new skills, behaviors and/or knowledge.
  • Desire and ability to learn Waste Management logistics process as well as proprietary software applications